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Sampan

VerifiedRaising Series A

Customer service agents that resolve order and delivery issues in Southeast Asian languages over chat

4.0(4 reviews)AI agentsJakarta, Indonesia2 followers
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Overview

Problem

E-commerce and logistics firms in Southeast Asia handle most support over chat apps, in five languages and with plenty of code-switching like Taglish or Jakarta slang. Contact centres staff up threefold for every sales event, yet four questions make up most of the volume: where is my parcel, change my address, refund my cash-on-delivery order, reschedule my delivery.

Solution

Sampan's agents connect to the client's order system, courier tracking and refund tools, then resolve those cases end to end in the customer's own language and register. They check policy before acting, ask for a photo when a parcel arrives damaged, and hand the conversation to a human with a summary when confidence is low or the customer is upset.

Target market

Online retailers, marketplaces and last-mile couriers across Indonesia, Thailand, Vietnam and the Philippines, where customer support spend is estimated at over US$4B a year.

Business model

Charged per resolved conversation, from US$0.18 to US$0.35 depending on volume, with an annual minimum commitment; hand-offs to humans are not billed.

Demo and media

Open pitch deck (opens in a new tab)

Team

  • Arief SantosoCEO and Co-founder
  • Maya ReyesCTO and Co-founder
  • Nguyen Thi LanHead of Language Quality
  • Kittipong SrisukVP Sales

Traction and funding

  • Annual recurring revenueUS$4.1M
  • Enterprise customers38
  • Conversations per month2.6M
  • Resolved without a human72%
Current roundSeries A, raising US$14MPrevious: Seed US$3.2M (2022)

Reviews and ratings

Write a review
4.04 reviews
  • 5 stars1 reviews
  • 4 stars2 reviews
  • 3 stars1 reviews
  • 2 stars0 reviews
  • 1 star0 reviews
Sub-scores
Product
4.0
Team
4.3
Potential
4.0
  • Ethan Brooks
    Verified demoCustomer

    Watched it hand over a refund instead of guessing

    We run chat support for a few online shops, so during our trial I asked the agent, in Jakarta slang, for a refund on a parcel the courier showed as delivered. It asked for a photo, saw the damage was unclear, and passed me to a human with a short summary instead of guessing. That restraint is rarer than it should be. The console's Thai interface still had a few untranslated labels.

    Reply from Arief Santoso, CEO

    The Thai console labels were fully translated in our October release, along with the hand-off summaries.

    Helpful (0)Report
  • Sofia Marchetti
    Verified demoCustomer

    Strong in Bahasa, but the bill during our November sale hurt

    Resolution quality in Indonesian and Tagalog is better than the vendor we replaced, and the hand-off summaries save our agents real time. What hurt was the bill: during our November sale volume tripled, and the per-resolution fee came out higher than hiring temporary staff. Connecting our older order system also took seven weeks, not the three we were quoted.

    Reply from Arief Santoso, CEO

    Peak-sale weeks now have a capped rate, Sofia, and the rebuilt legacy order connector brings setup under a month.

    Helpful (0)Report
  • Hannah Lindqvist
    Investor

    Real volume and a billing model with honest incentives

    2.6M conversations a month is genuine volume, and charging only for resolved conversations keeps incentives aligned with the client. Arief and Maya know the regional courier landscape in detail, which matters more here than model choice. The next proof point is lifting the COD refund resolution rate above 58%, since that is where clients feel the most cost.

    Helpful (0)Report
  • Tomás Herrera
    Customer

    Handles Taglish delivery chats better than our own night shift

    We route all our Philippine parcel-tracking and reschedule chats through Sampan now. It copes with customers switching between Tagalog and English mid-sentence, and it performs the reschedule through our courier API instead of just promising to. Hand-offs come with a three-line summary, so my agents no longer ask customers to repeat themselves.

    Helpful (0)Report

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Updates

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